Senior Help Desk Analyst

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Senior Help Desk Analyst (Remote)

Are you looking for a stimulating and dynamic job in the surrounding area of Edmonton? Would you like to be part of a team that believes in your potential and part of a great company that will help you advance in your career? This is the job for you! We are currently looking for (4) Senior Help Desk Analysts for a government institution.

What is in it for you:

• Join a passionate and inclusive team of professionals.
• Focus on work-life balance to ensure your wellbeing and productivity. This position offers a remote work arrangement.
• 24-month contract with a strong potential for a 6-month extension.
• Hourly salary of $38.00 to $42.00, based on experience.
• Full-time (36.25 hours per week)
• Work schedule from 8:15 a.m. to 4:30 p.m.

Responsibilities:

• Regular status reports of all reported issues.
• Develop and maintain documentation as required.
• Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry.
• Maintain an understanding of applications to ensure maximum support effectiveness.
• Identification of future training needs.
• Maintain a repository of known problems/issues and related resolution/’work around’, and a repository of best practices, for each application.
• Monitor trends in client inquiries that point to the need for further training within the client community; assist in the revision of related training material and participate in training.
• Receive and respond to inquiries related to applications supported by the Help Desk.
• Work effectively through communication with technical and /or business teams to resolve client issues.
• Coordination of communication to external stakeholders, other Government of Alberta staff and to internal staff.
• Assign and maintain user IDs and passwords.
• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.
• Communicating application errors found during call resolution and testing application when errors are resolved.
• Collection and editing/validating/converting data.
• Coordinate Help Desk related activities that require communications to the external stakeholders with business areas (within ministry and other government departments). Ensure these communications are relayed to internal staff as well.
• Test end-user solutions, ‘bug-fixes’ and new features of applications to ensure they adequately address client concerns.
• Recording and classifying calls/inquiries in the Help Desk software application.
• Plan with external stakeholders and internal staff for training and any other items as required.
• Advise inquirers of any resolution to an inquiry.
• Participate in related projects as required.

What you will need to succeed:

• Experience supporting web-based systems with knowledge of various internet browsers using multiple devices, including but not limited to: Internet Explorer, Google Chrome, Edge, Firefox, and Safari.
• Experience in planning/performing/monitoring User Acceptance testing.
• University degree Information Technology (IT), Business Management.
• Experience supporting and collaborating directly with stakeholders and internal business areas.
• Experience documenting user requirements, business processes, and workflows
• Experience working with Microsoft SharePoint sites.
• Experience providing end user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system that contains user information.
• Experience with supporting multiple web-based applications simultaneously.
• Experience as an Application Help Desk analyst working with stakeholders external to the organization.
• Experience developing, reviewing, and delivering user manuals and training materials.
• Experience working with Microsoft Office suite of tools.
• Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, Microsoft Team Foundation Server, Rational ClearQuest, HEAT.
• Ability to coordinate and communicate necessary information well to all clients.
• Experience in user identity verification processes, and maintaining users IDs, passwords, and accounts permission levels for business application.
• Experience in supporting post-secondary education systems and/or systems that support post-secondary education.

Why Recruit Action?

Recruit Action (agency permit: AP-2000003) provides recruitment services through quality support and a personalized approach to job seekers and businesses. Only candidates who match hiring criteria will be contacted.

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